Ref 5430
M365 and IT Support Lead - Service Desk Manager
Croydon - site based.
Full time Monday to Friday 9-5.30.
£40,000 - £50,000 Depending on experience.

The Role:
We are seeking an experienced and highly motivated M365 and IT Support Lead to sit within our Service Desk operations and drive our internal IT improvement plan. The successful candidate will possess a strong background in M365 and EUC management, as well as expertise in creating and implementing improvement initiatives to enhance the overall effectiveness of our IT systems. This role will be responsible for technical leadership within the Service Desk team, ensuring timely resolution of IT issues, and leading standardisation and continuous improvement workstreams within the technology infrastructure and workspace environments.

As the business scales and the internal IT/Service Desk becomes more manageable, the role will evolve to include working on revenue generating opportunities, potentially on customer sites. This shift will make the role more customer-facing, offering opportunities for professional growth and contributing directly to the company's success and revenue generation, representing an exciting prospect for someone seeking diverse challenges and broader responsibilities.

Duties will include:
* Develop and implement a comprehensive IT improvement plan in alignment with the organisation's strategic objectives.
* Lead the management of our Microsoft Modern Workplace environment and be technical escalation for junior members of the Service Desk team, ensuring a high level of customer service and technical support.
* Oversee the design, implementation, and maintenance of the organisation's IT infrastructure, including Microsoft 365 tenancy, Servers, networks, hardware, and software.
* Identify opportunities to optimise IT infrastructure, systems, and processes to enhance overall efficiency, security, and scalability.
* Oversee incident, request, and change management processes, ensuring timely resolution and minimal disruption to business operations.
* Working closely with the Service Manager, develop and maintain a knowledge base and documentation for common issues and resolutions.
* Working closely with the Service Manager, develop and implement IT policies and procedures.
* Monitor and analyse Service Desk performance metrics, identifying areas for improvement and implementing appropriate measures.
* Hands on for support and environment administration.
* Collaborate with other teams and departments to streamline processes and enhance cross-functional communication.
* Risk Evaluation and Disaster Recovery Planning.

Skills and experience needed for this role:
* Microsoft 365 Certified: Fundamentals (MS-900)
* Microsoft 365 Certified: Modern Desktop Administrator Associate (MD-100 & MD-101 or MD-102)
* ITIL Foundation qualifications would be desirable
* Previous experience of working with a Service Desk or IT Operations team is essential.
* Strong knowledge of IT infrastructure, including hardware and software, networks and security systems.
* Experience required in delivering IT technical services within a small to Medium MSP organisation.
* Strong Experience configuring and administering Azure Active Directory Domain Services (ADDS).
* Strong Experience configuring and administering Microsoft teams and Teams Phone System.
* Strong Experience working with ticket management systems (preferably HaloPSA) .
* Working knowledge of ITIL practises/processes.
* Experience building and documenting Processes and workflows.
* Experience working with vendors and/or 3rd parties suppliers.
* Experience with building and/or maintaining a Service Desk.

Benefits:
22 days basic holiday (increasing to a max of 25 days), additional leave for mental health care
Private healthcare
Healthcare cash plan
Personalised career development plan
Season ticket loans
Company bonus scheme
Employee Assistance Program

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